Version 25.10

New Features

• Migration of the UI system to a full-featured component library: the migration from webitel/ui-sdk to a large, full-featured component library has begun. This is a strategic step that will ensure the unification and aesthetic consistency of components, as well as further support for custom-built solutions in the future.

• DeskTrack. Agent screen recording. First iteration: implementation of the basic screen recording functionality. For selected teams or specific agents, administrators can now:

  • configure automatic screen recording of the agent during calls;

  • configure periodic screen capture with a specified frequency.

  • The Supervisor now has the ability to:

    • View the list of screenshots and screen video recordings in the agent’s card.

    • View the agent’s screen in real time, enable recording, or take a screenshot.

    • View screen recordings automatically captured during calls.

• Work with Flow:

  • New component “Open Link”: allows opening links from the post-processing form in Workspace (for example, when clicking a button).

  • Component loading optimized.

• Changes in password policy:

  • Mandatory criteria for user password creation have been added (minimum length of 8 characters, prohibition on using the login as a password, repetition of the previous 5 passwords), as well as the password lifetime.

  • Ability to define password requirements has been implemented, including minimum length and the use of character categories (uppercase/lowercase letters, digits, special characters).

  • Added the ability to create a temporary password and set the password expiration period.

• Antivirus check of files in chats: added the ability to check external files transferred through chat channels for viruses.

• Agent comment during pause: the Agent can leave a comment when selecting the pause reason. This comment can be viewed by the Supervisor.

• Call transfer: the Agent can choose where the call should be transferred: to a user, another agent, or a queue.

• Outgoing message to the Contact: added the ability to send a message to the Contact’s chat bot in a supported messenger.

• Extension of post-processing time: added the ability to configure the number of wrap-up extensions available to the agent within a single activity (call, chat, task), as well as the duration for which the wrap-up time can be extended.

Improvements

💻 Workspace 

• Improved notification logic: unified the logic of sound playback and push notifications about the completion of activities (calls, chats, tasks).

• Quick replies: implemented the ability to choose a quick reply using the keyboard (arrow keys ↑/↓ and Enter) to speed up the agent’s workflow.

• Activity indicators: updated the visual display of indicators for new and active calls, chats, and tasks in the left panel, using red and yellow markers instead of the previous green/yellow ones.

• Contact search optimization: reduced the number of contacts loaded during a call to 10 (as in chats) to improve performance.

• Adding a number to the contact mini-card: added the ability to add a phone number when creating a new contact in Workspace via the contact mini-card or to add a number to an existing contact.

📂 CRM / Cases 

• New appearance of the Cases registry: the design of the Cases table has been updated: a new page view, colored rows, and a marker for a closed case.

• Working with the Cases table: added the ability to change the position of columns and their sizes, as well as display the Description and Comments of the Case in the table.

• Filtering and search:

  • added filtering of cases by any service level;

  • in the Initiator field, search is now available not only by name, but also by phone number and email.

• Search in the Service Catalogs tree: added color highlighting of the searched service.

⚙️ Admin / Flow 

• Button to disable all queues: added the ability for the administrator to disable or enable all queues at the same time.

• Displaying resources in the Queues section: added the ability to view the resources used and the resource groups of the queue in the list of queues.

• Flow performance improvement: implemented the addition of a progress bar when opening large Flow diagrams so that the user understands that the loading process is still in progress.

• Google TTS voice update: in the Flow Text-to-Speech component, the list of Google TTS voices has been updated and filtering of the Voice list according to the selected language (Language) has been added.

Bug Fixes

🐛 Workspace 

• Agent load indicator in the Supervisor section — the calculation is now unified with Workspace.

• Contact card was displayed in the left chat panel when the user did not have the CUSTOMER_SERVICE license. Now the card is not displayed.

🐛 CRM / Cases 

• It was impossible to create/edit a case if the service did not have an assignee or a group.

• The case registry returned to the top after moving columns — now the scroll position is preserved.

• The "Attachments" tab was not displayed when creating a case.

🐛 General

• The “Users” tab was not displayed on the new domain.

• Localization has been updated and text inaccuracies have been fixed.